They say that they have the parts in stock and that if you pay for expedited shipping it will go out same day with two day shipping. Then while they try to locate the parts to drop ship your order it will continue to say processing until finally after a few days they will give you a 6 week turnaround. They do not have a real phone line, it's chat only and they are extremely rude. Go to supplyhouse.com or Technicalhotandcoldparts.com or anyone else but them to avoid deceptive practices. They are true scammers.

I spent 220.00 on a new furnace blower motor and capacitor from north america hvac Fedex delivered it to the wrong address. I contacted fedex and opened a claim and all they can tell me is that it was deliver and have the shipper initiate a lost package procedure. I spent a week of going back and forth with their customer support. All they can say is the package was delivered and it is out of our hands, Thanks a lot sharon what a piece of work she is. She needs to work on her customer service skills. They post on face book on how well they take care of their customers what a lie, they get your hard-earned money and all they can do is say sorry but that does not help the fact that they didn't come through. Take your business elsewhere If you know what is good for you. I learned the hard way the internet is not all what it is cracked up to be and ended up buying locally like I should have from the start. This is how they take such good care of their customers. This is an example of how great their customer service is. Carma is a batch Sharon and for the owners. What comes around goes around

I just spent 220.00 of hard-earned money with you. If you had any sense of what customer service, you would contact your manager for me and would take care this problem. With all the emails back and forth with you all week you have all the information you need is to present to your manager.
Hello,

I understand that you don't feel our standard policy should apply in this situation. I am not authorized to make exceptions, but you can request that your case be reviewed by a supervisor. To do this, you will need to email us at infoATnorthamericahvac.com and briefly describe the problem. In the subject line of the email put: Supervisor Review. Also include in your email your order number along with name and address.

Please respond to this email rather than starting a new one. It will enable us to help you more quickly

NorthAmericaHVAC
Customer Support Team
Sharon

My experience with NorthAmericaHVAC sounds typical. Like many others I wish I had read the reviews. First, I needed a water heater thermostat because my mom was without hot water and no local store had the part in stock. Here's my experience: (Day 1) - I ordered the part on a Sunday with express shipping to arrive by Wed. (Day 2) - I received an email explaining my order was delayed because NorthAmericanHVAC had none of the parts in stock... so why was I able to order in the first place. (Day 5) - Mom was not a happy camper, the showers at the local state park had hot water but she did not. I went to their website contact us area and cancelled the order and tried to talk with a person but the only phone number I could find was disconnected. I had to source the thermostat with a different vendor. (Day 6) - I disputed the charge with Citibank. The following day my Citibank had the charge credited back. (Day 9) - a very busy day with NorthAmericaHVAC. I receive notice my order was shipped and NorthAmericaHVAC provided a USPS tracking number. The problem was that the tracking number did not register with USPS. I immediately replied to the email explaining that I had canceled the order previously. NorthAmericaHVAC replied; too late, my order was shipped. After some back and forth NorthAmericaHVAC issued an RMA# for the return and setup for a 0% re-stocking fee for the return. The RMA email maintained that I should obtain insurance for the return RMA shipment and that I should not refuse delivery. Many different types of fee's or charges were listed that could be levied against me regardless of what I did. Six hours after receiving NorthAmericaHVAC's shipping notice the tracking number would register in USPS but the item had not been given to USPS. At that time I called the national number for USPS to refuse delivery but was told the refusal would have to be setup online by me, or by my local post office. I attempted to setup a refusal online but was unable. (Day 10) - I attempted to setup a refusal online but for some reason the "ship to" and "return" address were the same. I then called my local post office to setup a refusal... and kept calling until they had received it. (Day 11) - The item was scheduled for delivery by EOD but my local post office had set up the refusal so it was sent back. (Day 17) - Thermostat received back at NAHVAC. (Day 18) - I received an email from NAHVAC with a status change to my order... "Now Refunded" with the "order total amount" listed. I waited for the next Citbank billing cycle and called Citibank to verify the refunded amount and settle up with Citibank. Citibank showed a partial charge back, not the order total as the email eluded to. (A month from the original order)... Hindsight -, I believe that NorthAmericaHVAC is highly deceptive. NorthAmericaHVAC should list available quantities and provide an accurate expectation of when the order will ship. I feel that NorthAmericaHVAC uses scare tactics to persuade you from returning items. And I'm not sure what the "Ship to" and "return" addresses being the same was all about.

Here is the dialogue between myself and this company
Their mistake cost my company delays and unsatisfactory opinions from my customer about who I do business with. Our company has a 100% customer satisfaction or they don't pay a dime. Ultimately, even when you "lose" to satisfy a customer, you "win, because you satisfied a customer. POLICY is satisfy the customer.

North America HVAC is "FIRM" on not satisfying the customer.

Agent Phil has joined the chat.
Welcome to NorthAmericaHVAC.com! I'm Phillip, your online Sales Representative. How can I assist you today?
Hi! I'd be happy to assist you today. For starters, could you please provide your order number?
I ordered a part with your company and received the wrong part. Now I am in a bit of a rush because the right part will take longer to get here and going through the whole return process.
**************247
05:43
Through Amazon
05:44
Ticket S*******-T******* is created. The chat transcript will be attached to this ticket after the transcript is saved by system.
Thank you
05:44
I'll need to ask you a couple of questions to research this
K
05:44
Can you please tell me what part number you received from us in the mail, sir?

I ordered the AP*******B-1
05:45
OK. This is quite possibly an upgraded number. Please bear with me while I check that

05:46
OK, thank you for waiting, sir. I was able to confirm that this was a shipping error.
I have a water heater scheduled for install. But this error has cost a customer not getting hot water. I need an expedited shipping of the right part please
Well, we do apologize for the inconvenience, sir
05:51
Our process for this works just a little differently
If you need it right away, what I'd recommend is placing a new order for the part and requesting a refund, as our policy requires that we get the original part back before we can reship a replacement.
Give me just a moment and I'll generate a paid label for this
05:53
Thank you
05:53
If I purchase a new item with you, will you pay for next day air
05:54
I apologize, sir, but we wouldn't be able to do that.
05:55
I know it's frustrating, but our company is very firm on this policy.
I would recommend that you re-order with USPS Priority--that's going to get it to you in 1-3 business days and it's typically what of the cheapest shipping options.
05:56
What I am seeing through your writing to understand it in a simple way. Your company will NOT make good on their mistakes.
05:56
I would lik, e the return label please
Will have it in just a few moments, sir
*******. Pdf
Alright, I've just uploaded it to this chat.
Are you able to see it, sir
I believe I gave an ample opportunity for your company to make things right. Unfortunately, per your policy, I am not sure your company is very customer service orientated.

Stay away from this company! There are times when speaking to a real human being by telephone may come in handy. But as I was told by one of their on-line chat folks, it is not possible.
So what was my problem? Well, my house was freezing, and I ascertained that the problem was a broken draft fan that needed to be replaced. I provided the on-line chat person with the model # and serial # of my Carrier furnace, and he promptly sent me a link to the replacement part in their catalog I needed. So I ordered it for $125 and I spent an additional $90 to get it overnighted to me, because the house was really cold!
The part came the following day as promised, and as soon as I returned from work I set about to fix my furnace. Only problem was, they sent me the wrong part. I mean it was a induction fan motor, but it did not fit into my unit. Because it was the evening, I had no way to reach the company, and not installing it would have meant another two days of a cold house (ordering the following day and then waiting until the next day for the part to be overnighted to me).
So, I jury-rigged the incorrect part they sent me (this involved a number of steps that I wont bore you with here, but included using a hacksaw to reduce the depth of the motor mount and drilling into the sheet metal of the mount of my broken motor to mount the new motor.
These tasks occupied the entire evening. What should have been a relatively simply swap-out became a big mess, and although I got it to work (house warm now), I was not able to put the cover on the furnace because the wrong motor they sent me extended too far out.
When I notified the company the next day, the chat guy told me that they had indeed shipped the proper part. So either: 1) I had hallucinated about the events of the previous evening when I spent more than four hours figuring out a way to jury-rig the wrong replacement part to heat my house or 2) the chat guy was wrong.
Spoiler alert: the chat guy was wrong. I even had an engineer friend of mine come by to help me with the fix. He can testify that I wasnt hallucinating.
The chat guy finally sent me the e mail of some type of supervisor, but he did not bother to respond to my e mail.
I was able to get the proper part from a different company.
I am hopeful that AMEX will back me and not charge me for the incorrect part and the overnight shipping fee.
What an aggravating waste of time. Avoid this company!

Review pending.

Good

Great Business!

Zero stars. My experience echos the other reviews I've read.
In my 25 years in industrial maintenance, I have NEVER had such a terrible experience from a vendor. They wasted my time obtaining unnecessary information which now seems purely to weasel their way out of a warranty issue which they caused by sending a motor with no packaging besides the box the part is stored in. After giving up my first attempt at support, when they insulted at my competence to replace a simple motor, I used my old motor to repair the shipping damaged components on the new one. Now that I proved their motor was bad, I wanted a good one, but they still played the "you are not a licensed HVAC technician" card, so you will have to pay 50% restocking. I was not able to find their 50% restocking fee policy (which is outrageous) on their website. They advertise "North America HVAC has been meeting and exceeding the industry standards for 23 years", I wish I would have read these reviews before learning that claim is false. Industry standard is if you mess up, you fix your mistake. Or maybe that 23 year era has ended?
Actual Correspondence Follows:
Please wait for a site operator to respond...

Operator Dan has joined the chat.

Dan10:59:01 AM

Thank you for contacting us! How may I help you?

Visitor10:59:40 AM

Hi John from ************

11:00:04 AM

We received a motor yesterday, and it is not working

11:00:27 AM

Order ID is #*******

Dan11:00:38 AM

One moment please

Ticket S*******-T******* is created. The chat transcript will be attached to this ticket after the transcript is saved by system.

Dan11:01:29 AM

Hello,

I will be glad to help you. Please provide the following information so that I may ask our Tech department to review the problem:

1) What is the part # of the item you received?

2) What is the model and serial # of your unit?

3) A copy of the service company's invoice (preprinted with their name, address, and phone #) showing the tech's diagnosis and work description from when he installed the part.

4) Why did you originally replace the part?

5) Describe why you think the part is defective?

Visitor11:02:42 AM

It ohms out just like one another HVAC unit, and I even put it in that working unit. All it does is hum and while huming, it wont turn

Dan11:03:00 AM

Do you have the part number of the item that you received?

Visitor11:03:15 AM

A. O. Smith Carrier Bryant Payne Inducer Motor Jf1H143N' 460v Furnace Exhaust OEM IND01 018-E1

Dan11:03:43 AM

We need the part number on the item itself, not the listing you purchased from.

Visitor11:04:25 AM

JF1H143N

11:04:50 AM

Name plate data matches the old motor

Dan11:05:35 AM

Is JF1H143N on the motor that you received?

Visitor11:06:19 AM

Yes, everything matches, (except the serial number)

11:06:42 AM

And the manufacturer name

11:07:03 AM

All the other specs are identical

Dan11:08:48 AM

Thank you. Do you have the model number of the unit that is needing the inducer motor?

Visitor11:09:44 AM

I do not have the model number yet

Dan11:10:36 AM

We will need the model number in order to ensure that the correct part has been ordered. We will not be able to proceed until we have confirmed that the correct part has been ordered. Is it possible to get the model number?

Visitor11:11:38 AM

Yes, could you hold on for about 4 minutes?

Dan11:11:49 AM

Yes, that would be fine

Visitor11:16:37 AM

Carrier

11:16:57 AM

48tcdd12a2a6a0a0a0

Dan11:18:16 AM

Is there a product number on your unit? The model number that you have provided is not within the database and is likely to be incorrect/incomplete.

Visitor11:18:34 AM

Hold on...

11:23:28 AM

There is no "product number" listed on the name plate...

11:23:47 AM

Serial number 3912g*******

11:24:22 AM

Accessory pwer exhaust crpwrexh

Dan11:24:44 AM

Would it be possible to provide a photo of the unit tag?

Visitor11:25:01 AM

How do I send a photo?

11:26:13 AM

Send file, below?

11:26:41 AM

Ok, but it will be several minutes before I can do that.

Dan11:26:49 AM

You can use the send file button, or if it will take a while. You can email the photo to us at *******@northamericahvac.com

Visitor11:30:55 AM

Can you hang out for about 10 minutes, while I get the picture?

Dan11:31:54 AM

Are you going to be sending it via live chat, or will you be emailing it to us?

Visitor11:36:29 AM

I will send it to you through this chat in about 5 minutes

Dan11:36:50 AM

Ok, I can wait

Visitor11:40:04 AM

(picture of old motor label)

11:40:14 AM

(picture of new, bad motor label)

11:40:24 AM

11:44:02 AM

I also sent you a picture of the name plates of the motor you sent, and the one it replaced. As you can see, they are the same part.

Dan11:44:26 AM

Do you have a copy of the tech invoice stating that the part was installed by the technician?

Visitor11:44:43 AM

I am the technician

Dan11:45:57 AM

Are you a licensed HVAC technician?

Visitor11:51:28 AM

No. I do not do work that requires a license. I am the maintenance tech for this facility, and I have been replacing capacitor start/run motors like this for 25 years. If you are going to pull the "licensed HVAC technician" card, I want you to provide a number that I can call to talk to a supervisor.

Dan11:52:15 AM

All of our customer support is handled via Live Chat & E-mail at this time. Could you please advise as to why you originally decided to replace the inducer motor?

Visitor11:53:14 AM

The fan on the old one had bent, stopping the motor, and it caused the motor to burn up.

Dan11:55:06 AM

Did you also purchase a new fan, or were you using the existing fan when you installed the motor that you purchased from us?

Visitor11:57:21 AM

The blade was bent. It only needed straightened out. The motor assembly was turning freely when it was re-installed.

Dan11:57:46 AM

When the part was reinstalled, did our motor spin with the fan blade on it?

Visitor11:59:12 AM

Yes, and it still spins. It is only when there is power on it that it hums and is hard to rotate

Dan12:00:29 PM

Since the motor was installed, and not by a licensed technician, we could issue you an RMA# to return the item. However, this RMA# would include a 50% restocking fee as stated in our return policy. Would you like for me to issue the RMA#?

Operator Dan has transferred the chat to another operator.

Operator Mike has joined the chat.

Operator Dan has left the chat.

Visitor12:01:21 PM

What? And let you send me another bad motor?

12:02:33 PM

This is unacceptable. Please escalate the call to a supervisor.

Mike12:02:49 PM

One moment please

The transcript will be sent to "*******@sti-nc.com".

Mike12:06:58 PM

It looks like he is unavailable for live chat at the moment I can provide you with his direct email if youd like?

Visitor12:08:28 PM

Yes, please

Mike12:09:19 PM

His direct email is - *******@northamericahvac.com

Visitor12:10:55 PM

Ok, thank you. Hope your day goes better than my last hour on this live chat.

Operator Mike has left the chat.

End Chat

Please wait for a site operator to respond...

Operator Dan has joined the chat.

Dan2:05:46 PM

Thank you for contacting us! How may I help you?

Visitor2:06:15 PM

Hi Dan, This is John March from superior tooling again

Dan2:06:21 PM

Hello

Visitor2:07:08 PM

Are you the same Dan I spoke with earlier?

Dan2:07:37 PM

I have spoken with alot of people today. What was the issue that you were having?

Visitor2:09:49 PM

Bad motor? We chatted for over an hour, I'm surprised you don't recall... Ticket S*******-T*******

Dan2:10:55 PM

Oh, yes i remember now. Did you send an email to my supervisor?

Visitor2:12:39 PM

Not yet... I found out what was wrong with your motor

Dan2:12:52 PM

What would that be?

Visitor2:14:07 PM

Either A: the frame was misaligned during shipping, or B: the rotor had accumulated excessive rust from storage.

2:14:55 PM

I was able to get it to work by using the rotor and rear portion of the cage from the old motor.

Dan2:16:53 PM

We are glad to hear that you were able to get your motor working properly.

Visitor2:18:14 PM

I am not satisfied

Dan2:19:11 PM

We apologize, but the part was installed. In our return policy it clearly states that installed parts are subject to a 50% restocking fee. I am simply following our policies.

Visitor2:31:51 PM

Fine. There was no way to verify the part was working without installing it. Both the rust and the bent frame are your responsibility, and cost me much time and my company labor that was needed elsewhere today.

Dan2:35:09 PM

We apologize, but there is no way that we could have known that the part was actually damaged during transit, or if it was damaged during installation. This is why there is a 50% restocking fee for items that have not been installed by a licensed tech.

Visitor2:42:38 PM

I'm sorry for the delay between responses, I actually do a lot here. Her is pictures of how you shipped it, it is no wonder that it was damaged:

2:43:38 PM

(picture of how the motor was shipped simply in it's storage box)

2:43:49 PM

(another picture of how the motor was shipped simply in it's storage box)

2:50:24 PM

If your company is going to use your policy as an excuse to get out providing us reasonable support, I will be both filing a detailed report with the BBB, and documenting my experience online. I have to get back to work. My email is ***************** if your company chooses to rectify this terrible experience.

Dan2:50:47 PM

Is there anything else I can help you with today?

Visitor2:52:08 PM

Your support is worse than the companies that outsource their work to India. Belittle your customer to save a buck.

2:52:33 PM

No, I've wasted enough time today.